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AMP 434 Week 6 Assignment Performance Management Cycle Plan

AMP 434

Week 6

Performance Management Cycle Plan

Laundry Matt

           

With the job market how it is today we all look for a job that will work around our home schedule, a payment or salary that will fit our wants and needs, and a positive place where we are comfortable and happy to go to each day of the week. When you think about all these wonderful attributes you think about Happy Dale Dry Cleaners.  Today we are going talk about our future plans as a company, what we want from each of our employees, and how we take action when its needed.

In our firm we have many goals. One of our main goals, looking towards the future, will be expansion of the company. We are considering buying out some of the other dry cleaners in the surrounding local areas and cities. Also, another main goal is to give prompt, quick, and efficient customer service with diligence and friendly customer satisfaction. We would like to minimize the complaints and have every customer leave with a smile on their face and the want to return for future business.  We also strive to have each employee set goals for themselves and we will do what we can to help them meet these personal goals. We want them to know and understand that we are not only looking out for the best interest of the company, but we also care about the health and well being of each person that works for us.

            Let us take a look at Fred Myer. Now we hired Mr. Myer about 3 months ago as on of our Front desk personal (customer service). We talked to him and asked him what he wanted out of this job. He said that he wanted to be able to make the Assistant Manager position. We agreed that everyone that we have hired is in the running to make assistant manager. We said that since that is his goal, we let him know what we wanted to see out of him in order for him to be able to make assistant within a 5 year time frame. We told him that he needs to not only be able to do the Front desk job, he needs to learn how to steam, sew, and run each machine that we have in the back. He also needs to be able to handle all customers no matter what their demeanor is. He needs to be able to catch and fix errors when or before they happen. He also needs to understand the needs of his customers and what will make them want to come back for more. When we see all of this and he is proficient at all key areas of the job, he will then be able to make his goal become a reality.

            Our companies goals are: to reduce delivery and distribution time of products and service. Reduce the number and frequency of customer complaints, and to improve the response time of customer’s inquiries. If we are able to keep these goals, we will have the customers coming back for more. Some of our past goals that we had were: to reduce employee turnover by 20 percent by introducing a new employee assistance program. Improve productivity by implementing a company-wide training program. Also, we needed to actively recruit skilled workers into the organization. We have successfully done all of these with a positive outcome. Now, since our sales are beginning to take off, and being as how we do not have any full time employees yet, we are able to make a profit that is 4 times more then what we are putting into the business. With profit coming our way, we should be able to start expanding with in the next 7 years. We would like to see Happy Dale Dry Cleaning in each little town within our city. Furthering our expansion, we will be able to give the opportunity to our long time, part time employees the chance to make their job a full time position.

            Since we have been open for only a short while, we have been slowly working with our new employees to make this business take flight. Let’s look at Marsha Doyle and Sara Lange. We have counseled both of these women on a few occasions. Here at Happy Dale Dry Cleaning we believe in both positive and negative counseling. We also have two different forms of counseling which are formal and informal. Both formal and informal counseling can be either a positive or a negative. Now, the difference between formal and informal is merely paperwork. A formal counseling will be written and placed within the records of the company. Let’s take Marsha Doyle. She has had 4 written counseling’s within the last 3 month. Each of these counseling’s have been positive showing that she has had phenomenal customer service and is to work on time every day. She also has had minimal mistakes and customers have left happy and satisfied, only to continue to come back time and time again. Then we have Sara Lange. Sara had a few counseling’s as well. Hers consist of some good and some needs to improvement. She has been counseled on continually showing up tardy and clocking out tardy. She has been warned through both verbal and written form. Our next course of action will be to let her go and find a replacement. She has been warned. Now, in her defense she claims that she takes public transportation. So we decided to come in agreement with her. We advised her to take the earlier bus (since then she hasn’t had any problems). Also, she has had plenty of customer surveys written about how she is always a positive person with a sun shinning attitude. We have given her recognition for this as well to help balance out the negative. Although these two women work in two different areas of the company, they still help strive to meet the goals of the company. As long as we have a paper trail for each employee, we will be able to keep accountability for the actions that we take in making our company the best that we can.

            When we take corrective actions or even recognitions, we make sure that in our monthly news letter we address each situation making the names unknown. When we have negative happenings, we address it in the letter but we also let them know what measures we are taking to help fix the errors. When we have phrases, this is the only time we put the names in the paper for all to know what makes us happy as a company. We feel that we praise in public and counsel in private. This makes it so there isn’t embarrassment. Also, when counseling in private, we always make sure that there is more then 2 people in the room present so there isn’t any misconduct. This is the measures we take to ensure that our reputation as a business stays honest.

            In conclusion we have touched on many subjects. We have talked about our future goals as a company, goals set for each individual that works for us, and what types of counseling’s we have used.  We stand by our policies and strive to see all our employees succeed. We take suggestions as we get them and make sure that all our employees know that we do care about them and their well being. Moving forward, we will do what it takes to meet our goals and objectives and ensure the success of our business and make way for a bigger and brighter future.

References

Scenario-Generator. Thursday 19 March 2015. Retrieved from http://lc.gcumedia.com/amp434/scenario-generator/scenario-generator-v1.1.html

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Written by Homework Lance

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